Purpose Contemporary firms are increasingly focusing on enhancing the customer
experience (CX) to gain a sustainable competitive advantage. However, despite the rapid …

The growing use of mobile technologies is spawning firms' adoption of mobile relationship-
building techniques, including via mobile apps. However, despite the rapid rise of these …

Previous research on corporate social responsibility (CSR) and firm innovativeness and
their impact on financial performance has focused on firms' actions (ie, what firms do) …

The adoption of artificial intelligence (AI) and service robots in the tourism industry for
frontline service automation is generating a growing interest. Although there is a fairly large …

The fundamental goal of this research is to investigate the quantitative relationship between
technology-oriented knowledge management, innovation, e-governance, and smart city …

E-channels are fast replacing traditional channels as a means of shop** and
consumption. E-service is the fusion of two trends: the shift from the commodity economy to …

A smart co-operative refers to a co-operative that aims to apply ICT to provide better services
and increase management efficiency to meet organizations' goals through the combinations …

This study aims to understand the integrated effect of COVID-19 fear, age, financial situation,
and job insecurity on the perceived stress of employees of five-star hotels during the COVID …

Indonesia's fast-growing digital payment industry is encouraging the emergence of new
players. In a highly competitive industry and accompanied by COVID-19, e-wallet service …

Purpose The purpose of this study is to examine the effects of banking innovations (INNs) on
customer experience (EXP), satisfaction (SAT) and loyalty (LOY). Design/methodology …